Deck 3: Communication: the Key to Effective Supervisory Management

Question 1

Most supervisors find it easier to engage in upward communication rather than downward communication.

Answer 1

False

Question 2

Effective communication means a successful transfer of information, meaning, and understanding from a sender to a receiver.

Answer 2

True

Question 3

Upward communication is necessary so that supervisors can convey their ideas concerning activities related to their work to upper management.

Answer 3

True

Question 4

In order to be considered effective communication, the transmission of information must be put in writing.

Question 5

Upward, downward, and vertical communication are the three formal channels found within an organization.

Question 6

A supervisor's ability to communicate effectively will be a crucial element in determining the success or failure of that supervisor.

Question 7

Supervisors should attempt to eliminate the grapevine in order to reduce the number of distracting rumors in the workplace.

Question 8

Upward formal communication channels normally involve discussions and meetings between department heads.

Question 9

The grapevine is part of the formal communication channel established by the organization.

Question 10

The grapevine can offer considerable insight into employees' thoughts and feelings.

Question 11

If an idea received has the same meaning as the one intended, effective communication has occurred.

Question 12

Horizontal communication is concerned with communication between people at the same level of the organization.

Question 13

Supervisors should never listen to the grapevine.

Question 14

The downward channel of communication involves supervisors giving instructions.

Question 15

The skills of effective communication can be developed.

Question 16

An analysis of supervisors' activities would likely find that more than 75% of their workday involves giving and receiving information.

Question 17

Grapevines fulfill employee needs, including the needs for information and socialization.

Question 18

Silence is considered a form of body language.

Question 19

Horizontal communication usually occurs between people who are usually on the same level of the management hierarchy in different departments.

Question 20

The greatest single advantage of oral communication is that it takes less time than written communication.

Question 21

Most people tend to value information overload because it helps them to be well informed employees.

Question 22

In most organizations, policies, rules, information, guidelines, instructions, and goals follow which communication channel?

A) Upward.
B) Horizontal.
C) Informal.
D) Downward.

Question 23

Because of the number of responsibilities that supervisors have, they are not required to contribute timely suggestions and ideas to their managers.

Question 24

The responsibility for upward communication typically falls on the supervisor.

Question 25

Asking the listener if the instructions are clear is the best feedback technique.

Question 26

In terms of communication skills, supervisory effectiveness mostly will be determined by the supervisor's:

A) Ability to communicate in different languages.
B) Ability to transfer information and ideas to employees.
C) Ability to retain information for later use.
D) None of the above.

Question 27

Repetition can be a useful method to improve the effectiveness of communication.

Question 28

Stereotyping is a barrier to effective communication.

Question 29

Feedback is by far the most important method of improving communication.

Question 30

Which of the following statements concerning the "grapevine" is CORRECT?

A) Supervisors should tune into the grapevine because it can offer considerable insight.
B) The grapevine is not important to the supervisor and does not affect the supervisor.
C) The best cure for rumors on the grapevine is to ignore them so they will go away.
D) The grapevine is a formal channel of organizational communication.

Question 31

Upward communication involves:

A) Giving directions.
B) Asking questions.
C) Making decisions.
D) Providing training.

Question 32

It often times helps to repeat a message several times, preferably using different words and different methods.

Question 33

During decoding, senders put messages into forms that receivers can interpret.

Question 34

Obstacles that distort messages between people can be called noise.

Question 35

Ann needs to talk to her supervisor, Mikayla, who is working feverishly on the departmental budget (which must be turned in to Mikayla's boss in one hour). If Mikayla wants to be an effective supervisor, however, she should immediately put aside the budget and instead focus attentively on Ann and her concerns.

Question 36

It is never a good idea to filter information when relaying information to others.

Question 37

"That's the best idea I have heard all day" is a killer phrase, meaning it is likely to kill the conversation.

Question 38

Before communicating, think through the point you wish to communicate so that it is clear in your mind.

Question 39

Downward communication does not involve supervisors:

A) Receiving instructions.
B) Explaining information
C) Explaining procedures
D) Training employees.

Question 40

The jargon used by an accountant is meaningful to a computer technician.

Question 41

The most effective feedback technique is probably to:

A) Tell the receiver to come to you with questions.
B) Observe the receiver's body language.
C) Evaluate the end result.
D) None of the above.

Question 42

It is Marissa's first day on the job as the office manager for a law firm. Many of the words that the lawyers are using to communicate with each other are unfamiliar to Marissa. The lawyers are probably engaging in the use of:

A) Jargon.
B) Filtering.
C) The timing factor.
D) Stereotyping.

Question 43

Which of the following is NOT an advantage of oral communication over written communication?

A) It takes less time.
B) There is more formality and permanence with oral communication.
C) It can provide an immediate opportunity for determining whether the communication has been effective.
D) Most people can express themselves more easily and completely by voice rather than by letter or memo.

Question 44

One of the best ways a supervisor can stop a workplace rumor is to:

A) Ignore it.
B) Eliminate all traces of the grapevine from the workplace.
C) Expose its untruthfulness.
D) Severely punish those responsible for spreading the rumor.

Question 45

All of the following are barriers to effective communication, EXCEPT:

A) Jargon.
B) Filtering.
C) Noise.
D) Feedback

Question 46

The first major step toward becoming a better communicator is:

A) Putting every message in writing.
B) Thinking through the message before sharing the informaton.
C) Asking questions.
D) None of the above.

Question 47

At work, Rhonda spends nearly two thirds of her day, transmitting and receiving information, whether verbally, non-verbally, or through writing. Rhonda spends the bulk of her day:

A) Communicating
B) Delegating
C) Recieving feedback
D) Giving feedback

Question 48

Which of the following is an element of body language?

A) Silence
B) A shrug
C) A handshake
D) All of the above

Question 49

Which of the following statements is CORRECT regarding body language communication in business?

A) Communicating through body language is confusing and should not be utilized.
B) Communicating through body language is most effective when used without any other form of communication.
C) Communicating through body language is particularly effective when used in connection with well-chosen words.
D) None of the above is a correct statement.

Question 50

Frederico is a 20-year-old student who attends an out-of-state college. To stay close with friends from back home, what is his most likely method of communicating?

A) Telephone
B) Video conferencing
C) Social media
D) E-mail

Question 51

The story of Wikileaks has caused many organizations to rethink their:

A) Social networking policies.
B) Human resource policies.
C) Organizational cultures.
D) Computer security systems.

Question 52

Which of the following is NOT a good guideline for effective listening?

A) Doodling while the person is talking.
B) Adopting an attitude that you will always have something to learn.
C) Wait until the person is done speaking before asking questions.
D) Establish eye contact with the speaker.

Question 53

The most important method available to assure that proper comprehension of a message has occurred is through the use of:

A) Preparation and planning.
B) Direct and clear language.
C) Communicating in a calm atmosphere.
D) Feedback.

Question 54

Which of the following statements regarding repetition of the message is CORRECT?

A) You should never repeat your message because it is very annoying and insulting.
B) It is helpful to repeat a message several times using different words or methods.
C) You should repeat every message at least 15 times.
D) Repetition of messages is not important for supervisors.

Question 55

Elliot works for a very small company but feels very uncomfortable asking the president of the company any questions during the open meetings that are held every Friday. One probable reason for his discomfort is:

A) Semantics.
B) Status and position.
C) Stereotyping.
D) Jargon.

Question 56

Which of the following are NOT effective ways to manage meetings with the boss:

A) Plan your agenda.
B) Filter information.
C) Respect the boss's time.
D) Learn to say no.

Question 57

Jerry just began a new job as a supervisor and has been receiving various memos from upper management. He is reluctant to share some of the content of those memos with his subordinates. He will most likely engage in the process of:

A) Filtering.
B) Status.
C) Jargon.
D) Resistance to change.

Question 58

All of the following are methods by which supervisors can manage meetings with their managers, EXCEPT:

A) Respect the boss's time.
B) Analyze the boss's listening style.
C) Commit to the truth.
D) Filter the information that is provided to your boss.

Question 59

Which of the following statements about the Internet and TMI is NOT True?

A) Internet use can become a time-consuming activity for some employees.
B) Lost productivity has resulted from inappropriate Internet use at work.
C) The Internet has the potential to give employees resources to do a better job.
D) Most businesses do not believe Internet surfing by their employees to be problematic.

Question 60

Examples of noise include:

A) Music.
B) Visual distractions.
C) Personal life problems.
D) All of the above.

Question 61

Why does effective communication mean better supervision?

Question 62

What takes place during downward communication?

Question 63

Deb learned from her colleague Sean that the company's new secretary will be leaving after only two months on the job. This information most likely came from which channel of communication?

A) Upward communication
B) Downward communication
C) Lateral communication
D) Grapevine communication

Question 64

In attempting to limit too much information, what are some guidelines to follow when using electronic communication systems such as e-mail, fax, and voice-mail systems?

Question 65

_________ refers to words that have multiple meanings, or can mean different things to different people.

A) Jargon
B) Semantics
C) Filtering
D) Exposure

Question 66

According to recent research, _____ percent of Americans have cellphones or wireless.

A) 93
B) 88
C) 79
D) 72

Question 67

Delilah requested a meeting with her supervisor to negotiate a pay increase. This is an example of what type of communication?

A) Downward communication
B) Upward communication
C) Lateral communication
D) Grapevine communication

Question 68

What can a supervisor do to ensure effective communication?

Question 69

When supervisors ask employees, customers, and others what they can do to help, they are employing which horizontal communication technique?

A) Cross-functional meetings
B) Grapevine communication
C) Management by objectives
D) Management by wandering around

Question 70

Benjamin is nervous about an upcoming meeting with his supervisor to discuss new projects on the horizon. To ensure that the meeting is effective, Benjamin should do all of the following EXCEPT:

A) Avoid complaining
B) Avoid putting the boss on the defensive
C) Brainstorm potential problems and solutions
D) Avoid saying "no"

Question 71

The communication process is fraught with many potential problems. Describe some of the barriers that can potentially interfere with this process.

Question 72

Which technique should Melinda use to ensure that her work-related email communication does not result in information overload?

A) KISS technique
B) Use of jargon
C) Consideration of semantics
D) Filtering technique

Question 73

William, a single father raising two kids, feels he cannot relate to colleagues who do not have children. As a result, he only has a few friends at work while others view him as quiet and closed-off. This is an example of what type of communication barrier?

A) Discrimination
B) Use of semantics
C) Stereotyping
D) Filtering

Question 74

Marissa, a production manager, recently contacted the managers withing the marketing and shipping departments to help her tackle an issue related to product design and packaging. This is an example of what type of communication?

A) Upward communication
B) Downward communication
C) Lateral communication
D) Grapevine communication

Question 75

Which method of communication is Raoul using if he sends an email to one of his subordinates with deadlines and guidelines on how to complete a specific task?

A) Downward communication
B) Upward communication
C) Lateral communication
D) Grapevine communication

Question 76

Allison just received a weekly status update from Sally, one of her subordinates, and she would like to give feedback on her ongoing projects. Which of the following would be the best way to provide feedback?

A) Email Sally asking if she has any questions
B) Send Sally a new list of projects to work on
C) Write Sally back saying, "this looks great"
D) Meet with Sally to briefly review the update

Question 77

Why is an agenda so important when planning for a meeting with one's boss?

Question 78

What are the advantages and disadvantages of oral communication?